Any of the information contained within The Arthritis Society's website is not presented as a substitute for informed medical advice. Visitors to this Site should not engage in self-diagnosis nor act on information contained in the Site without seeking specific advice on the particular matters which are of concern to them from qualified health professionals and advisors. Some of the information contained in the Site has been provided from external sources.
While efforts have been made to ensure the accuracy, currency and reliability of the content, the Site accepts no responsibility in that regard. In no event will The Arthritis Society be responsible for damage sustained by any visitor to the Site resulting from infection, contamination or other destructive property passed on to the visitor's computer system as a result of visiting the Site.
The Arthritis Society’s goal is to meet and exceed your expectations. However, if we fail to meet your expectations, we want to hear about it, deal with the situation as quickly as possible and put steps in place to keep it from happening again.
We take your concerns seriously and we treat them as an opportunity to improve our organization.
How can you tell us about your concerns?
Please contact us in whichever way is most convenient to you and we will respond to you via the same method unless instructed otherwise.
Please choose one from among these three options:
- You can call us at: 1-800-321-1433. One of our friendly staff will be ready and willing to help. Our phone lines are open Monday to Friday from 9 a.m. to 5 p.m. Outside of these hours, please leave us a message and a contact number and we will make every effort to return your call by the next business day.
- You can email us at: firstname.lastname@example.org
- Or you can write to us at:
The Arthritis Society
393 University Avenue, Suite 1700
Toronto, Ontario M5G 1E6
Please include your name, address and contact telephone number in your voicemail, email or letter so that we can get back in touch with you easily.
How long will it take to receive a response?
We try to respond to all complaints within 10 business days. However, you will receive an acknowledgment of your complaint within the first 5 days of receipt. If we think it will take longer, we will let you know.
What we will do
We will work diligently to fix problems, correct mistakes and address concerns. We will always treat you with courtesy and respect, listen to what you say, keep you informed about our progress, and finally provide you with a response.
From time to time we receive complaints that do not relate directly to something that The Arthritis Society is responsible for. We are a charity with limited resources and we must use these in the best way possible.
There may be rare occasions when we choose not to respond to a complaint. These include:
- When a complaint is about something that The Arthritis Society has no direct connection to. We may choose to reply to clear our name but we are not obliged to.
- When someone unreasonably pursues a complaint that we have already responded to. They will be given escalation points, but we may choose not to reply again and we will always inform you of our decision to do this.
- When a complainant is being obviously abusive, prejudiced or offensive in their manner.
- When a complainant is harassing a staff member.
- When a complaint is illegible.
- When a complaint has clearly been sent to us and numerous other organizations as part of a bulk mailing or email. In this instance we can choose whether it is necessary for us to reply or not.
- The Arthritis Society will not respond to complaints made anonymously. However, we will investigate the complaint and use the information to improve in any way that we can.
On behalf of The Arthritis Society, thank you for your continued support.
All information contained within this website is owned by or licensed to The Arthritis Society which retains all proprietary rights to the information.